Software Support Analyst I

i3 Verticals, LLC; Northern (KY); Hybrid; USD 42,000 - 66,000; Full time

Job summary

i3 Verticals, LLC is seeking a front-line software support analyst to assist clients with our proprietary government-focused software applications. You will work in a small team, report to the team lead, and handle issues from phone, email, and remote access support.

Ideal candidates have a high school diploma, at least two years in software support, strong troubleshooting, and excellent communication skills.

Qualifications

• High school diploma or equivalent required.
• 2 years related experience in software support or IT help desk preferred.
• Strong troubleshooting skills and comfort with technical concepts.
• Excellent verbal and written communication abilities.

Responsibilities

• Provide front-line technical support for proprietary software via phone, email, and remote access.
• Develop and maintain relationships with team members, developers, and clients.
• Identify, troubleshoot and resolve application issues.
• Escalate unresolved issues to appropriate team members.
• Document issues and analyze data for future improvements.
• Deploy training on software and updates to new and existing clients.

Skills

Troubleshooting

Verbal communication

Written communication

Customer service

Time management

Education

High School or equivalent

Job description

The valued candidate will be responsible for providing front-line technical support to clients for our proprietary software applications used in government system implementations. The candidate must possess strong technical, troubleshooting and customer service skills. The candidate will work in a small team of other Support Analysts and will report to the team lead.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Provide front-line technical support for our proprietary software applications via phone, email and remote access in a timely manner to external clients.
• Build and maintain effective relationships with team members, management, in-house software developers and clients.
• Identify, troubleshoot and resolve application issues.
• Communicate and elevate issues that cannot be resolved to the appropriate team member(s).
• Document all reported issues and task details; analyze gathered data.
• Deploy and provide training on software applications to new clients and new versions to current clients.

MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE):

• High school diploma or equivalent
• Two (2) years related experience
• Must have a proficient understanding of computer and technical concepts
• Must have strong troubleshooting skills
• Must have strong verbal and written communication skills
• Ability to prioritize workload and manage multiple responsibilities effectively

Education

Required

High School or better.

Experience

Required

2 years:

Software Support

Licenses & Certifications

Equal Opportunity Employer
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